Devon Washington
Columbus,OH
Summary
Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth. Results-driven Account Manager with proven success in managing client relationships, driving revenue growth, and implementing strategic initiatives. Strong skillset includes problem-solving, negotiation, and communication. In previous roles, made significant impact by improving processes for increased efficiency and customer satisfaction. Demonstrated ability to lead teams towards common goals while maintaining focus on bottom line results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Manager of Customer Success
VPL
08.2023 - 04.2024
- Account manager and consultant of our VPL shipping software solutions for 16 healthcare facilities with over 5M in ARR
- FY23 achieved Q4 goals of 4 business reviews with 1 customer on-site visit
- FY23 received Q4 employee of the quarter award for embodying company cultural values
- FY24 accomplished Q1 goals of 4 business reviews with 1 customer on-site visit
- FY24 successfully completed my Q1 customer one year contract renewal for a 3 year term
Manager Sales and Service Operations
SpinLife
10.2022 - 08.2023
- Manager responsible for supporting personnel development activities of the SpinLife medical mobility product sales and customer service teams
- Responsible for maintenance and execution of training curriculum for sales product specialists and customer service representatives
- Led FY23 roadmap opportunity initiatives to improve customer service processes to improve customer experience, enhance employee training, and maximize business profitability
Manager of Customer Success
VPL
06.2019 - 10.2022
- Account manager and consultant of VPL shipping software solutions for 20 healthcare facilities with over $4M in ARR
- FY21 renewed 3 of 3 contracts due; total ARR of $1.4M
- FY21 implemented one of our largest customers on new multi-carrier outbound software; customer realized $91K in additional annual outbound savings
- FY21 received achiever exceeding expectation on annual performance review
- FY20 received achiever exceeding expectations on annual performance review
- FY20 renewed 1 of 1 contract due: total ARR of $198K
- FY19 grew volume by 11% in 4 months for my largest customer resulting in $250K in additional annual savings
Manager, Strategic Planning and Execution
Cardinal Health - Pharma Modernization 2
04.2018 - 05.2019
- Responsible for standardization and successful execution of bringing the five Cardinal Health pharmacy business units onto one instance of Salesforce.com
- Business process owner of the manage accounts and contacts epic that focused on account design as we transitioned the customer account structure, management of customer relationship data, and territory management into Salesforce.com
- Estimated Type 2 cost avoidance benefit of one FTE per year: savings of $60k
- Estimated Type 2 cost avoidance benefit of manual sales reporting: savings of $150K
- Business process owner of the manage customer onboarding epic which includes the functionalities of transitioning the sales processes of deal modeling, onboarding, and maintenance into Salesforce.com
- Estimated Type 1 cost savings of $240K in reduction of resources
- Estimated Type 2 cost avoidance of $918K in customer credits by reducing defects
- FY19 successful completion of quarterly annual deliverables of launching the above epics in Salesforce.com
Manager, Tech Call Center
Cardinal Health - OptiFreight Logistics
09.2016 - 04.2018
- Managed nine Tier 1 and 2 technical call specialists responsible for resolving and root cause problem solving internal and external customer requests
- FY18 achieved annual performance evaluation score of 5 on (1-5 scale) for significantly exceeding expectations
- FY18 call abandonment YTD 1.6%; target 2.8%
- FY18 average case days YTD 2.2 days; target 2.5 days
- FY18 customer care voice of the customer score increased by 8% from 86% satisfaction to 94% satisfaction
- Improved speed to competency for new hires from six months to two months
- Reduced labor costs by $129K through attrition
- Sponsored case process defect kaizen event; business impact of $4k in Type 2 savings
- FY17 achieved annual performance evaluation score of 4 on (1-5 scale) for exceeding expectations
Supervisor, Tech Call Center
Cardinal Health - OptiFreight Logistics
07.2015 - 09.2016
- Supervised customer care Tier 1 technical call specialists responsible for resolving internal and external customer first touch resolution requests
- FY16 call abandonment 2.3%; 30% improvement compared to prior year; target 2.8%
- FY16 average case days 1.0; target .95 days; 50% increase in demand
- FY16 VOE score 87.3%; target 77.7%; 15% improvement compared to FY15
- FY16 CLI satisfaction score of 86%; 8% improvement compared to FY15
Senior Specialist, Tech Call Center
Cardinal Health - OptiFreight Logistics
01.2015 - 07.2015
- Customer Care Tier 2 specialist responsible for heightened customer issues and inquiries
- Liaison for FedEx service requests and projects
- Continuation of Account Management responsibilities from previous role
- Finished the fiscal year at 105.0% to plan
Account Representative
Cardinal Health - OptiFreight
09.2013 - 01.2015
- Responsible for the management, solutions offering, and growth of over 25 non-acute lab, pharmacy, and blood center accounts with over $1M in ARR
- In less than six months increased my largest strategic customers monthly freight volume by 25% through a compliance project equating to $120K in additional annual revenue
- One of my customers acted as a referral to win new business for a large lab customer that is a top 20 customer for the business
- Finished FY13 at 123.9% to my volume growth plan and $0.3M favorable to budget
Education
Bachelor of Arts - Public Administration
Miami University
05.2010
Skills
- Customer Account Management
- Strategic Planning
- Customer Relations
- Strategic communications
- Training and mentoring
- Customer Relationship Building
- Customer Service
- Revenue Growth
- Customer Retention
- Report Analysis
Certification
- Lean Six Sigma Yellow Belt
Accomplishments
- VPL Q4 2023 - Employee of the quarter for living the company cultural values
- Cardinal Health Q4 2015 - OptiFreight Sales Excellence Award - Exceeding plan performance at 105%
- Cardinal Health Q3 2015 - OptiFreight Leadership Commitment Award - Be Accountable
- Cardinal Health Q4 2014 - OPtiFreight Sales Excellence Award - Exceeding plan to performanc at 124%
Timeline
Manager of Customer Success
VPL
08.2023 - 04.2024
Manager Sales and Service Operations
SpinLife
10.2022 - 08.2023
Manager of Customer Success
VPL
06.2019 - 10.2022
Manager, Strategic Planning and Execution
Cardinal Health - Pharma Modernization 2
04.2018 - 05.2019
Manager, Tech Call Center
Cardinal Health - OptiFreight Logistics
09.2016 - 04.2018
Supervisor, Tech Call Center
Cardinal Health - OptiFreight Logistics
07.2015 - 09.2016
Senior Specialist, Tech Call Center
Cardinal Health - OptiFreight Logistics
01.2015 - 07.2015
Account Representative
Cardinal Health - OptiFreight
09.2013 - 01.2015
Bachelor of Arts - Public Administration
Miami University
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